Legal
Refund policy
Last updated: 11 August 2026. Draft: confirm the refund window below reflects what you will actually honour before this page goes live.
If it will not work for you
Message us first. The overwhelming majority of problems are a device setting or a network issue and are solved in a few minutes. We would much rather fix it than refund you.
Cancelling a new order
If we genuinely cannot get the service working on your equipment, contact us within [REFUND WINDOW, e.g. 14] days of the date we sent your details and we will refund what you paid for the unused part of your term.
Digital content and your statutory rights
Under the Consumer Contracts Regulations you normally have 14 days to change your mind about a distance purchase. Because this is digital content supplied immediately, that right ends once supply has begun with your agreement. Asking us to send your login details straight away counts as that agreement. This does not affect your rights if the service is faulty, not as described, or not of satisfactory quality.
When we will not refund
We cannot refund where access has been shared outside your household, where the problem is your own internet connection or equipment and you decline our help diagnosing it, or where a substantial part of the term has already been used.
How to ask
Message us with your order details and a description of the problem. We will respond within [RESPONSE TIME, e.g. 2 working days] and any refund goes back by the method you paid.